Questions Cloud
Lorianne avatar
Written by Lorianne
Updated over a week ago


There are two types of keyword clouds. This article is about the Questions Cloud, which is a dynamic report for exploring keywords found in Q&As. The other type of keyword cloud is called the Word Cloud and is a dynamic report for exploring keywords found in reviews.

To explore trending keywords at a higher level, such as by brand, retailer or product category, go to Word Analytics within the REPORTS tab. uses natural language processing to automatically tag keywords by sentiment (positive, neutral and negative) found in all reviews and keywords found in Q&As for products in your account.

These automatically applied keywords can be seen for any individual review on the REVIEWS page and on a product’s PRODUCT DASHBOARD. Also on the PRODUCT DASHBOARD, you can explore trending keywords found in Q&As for an individual product using the Questions Cloud.

On a product’s PRODUCT DASHBOARD, the Questions Cloud is found on the right hand side just below the Word Cloud. The Questions Cloud displays automatically discovered trending keywords from Q&As, with the most mentioned keywords in the largest font and least used keywords in the smallest font.

To explore details about a keyword, click on a keyword to open up the Word Tree view.

On the Word Tree, all sentences mentioning a selected keyword are displayed. The default Word Tree view displays the common terms that appear both before and after the keyword itself. And just below the tree, you can see how many times this keyword appears in Q&As, and the percent of Q&As that contain the term. In this example, you can see the note at the bottom, showing the keyword “dimensions” is listed in 4% of all Q&As across all retailers.

Use the icons at the top to anchor sentences going forwards or backwards. This gives you powerful context about the trending keyword found in Q&As.

If we click the forward anchor icon, it will display words in sentenced after the keyword:

Hovering over a word that appears before or after the keyword shows how many times the word appears in that specific order. This helps to target customer questions that, once solved, should help increase sales and reduce the appearance of those specific keywords.

Each term before or after the keyword can also be clicked, which enables you to drill down to see exactly how the keyword is used in each Q&A.

Just below the Word Tree is a list of all of the Q&As from all selected retailers that include that keyword. (You may have to click a “read more” link to see the entire question.) The keyword will be highlighted, and any responses from other customers will be included here as well.

It is important to reply publicly to each Q&A in order to address customer concerns and increase purchase intent. Click “View Details” to go directly to the Q&A on the retailer site to post your public reply.

For more info about posting public replies to Q&As, check out the article Post a Q&A or Review Reply.

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